Customer Journeys Manager Southampton, England
Job description
Job Description
We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.
We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
The Role
Within our brand marketing team, we are currently seeking a CRM Customer Journeys Manager to join us on a fixed term contract. The successful candidate will work alongside the CRM Senior Manager and wider CRM team, and will be responsible for for the effective delivery of Cunard’s CRM Customer Journeys with a view to strengthening guest relationships, increasing customer loyalty and growing customer lifetime value (CLTV).
You will:
- Develop, deliver and optimise Cunard’s guest and prospect customer journey communications, to enhance conversion, loyalty and the guest experience.
- Manage the CRM Customer Journeys team as well as the planning and delivery of the CRM Customer Journeys strategy, covering both marketing and service guest communications.
- Work closely with Global teams to ensure global consistency of message across all customer journeys.
- Collaborate with wider Marketing, Insight, Brand and Commercial teams to ensure customer journeys are seamless across all channels, and achieve brand, Net Ticketed Revenue (NTR) and On Board Revenue (OBR) objectives.
- Work alongside the appointed CRM Agency to review and enhance CRM strategy, including audience segmentation and personalisation, enabling us to deliver industry-leading customer journeys.
- Plan all CRM Customer Journeys to a forecasted budget, with clear KPIs utilising spend and channels in the optimum way, including managing and reporting against the defined annual CRM budget.
Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK07 and is offered on a full time, fixed term contract basis, with at least two days based in our Southampton office.
About You
Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:
- Previous experience of managing a team as well as CRM communications, including planning and delivery of CRM plans
- Experience of agency management
- An excellent knowledge of marketing communications practices and technique
- Budget management and control exposure along with excellent presentation skills
- Background of dealing with customer data, using booking / behavioural trends to formulate effective and cost effective plans
- Experience of email marketing including ESPs & technical capability in addition to knowledge of digital print, print buying and mailing fulfilment
Being part of our team has its advantages…
We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.
- A friendly welcome with help settling in
- Home and office-based hybrid working (minimum two office days)
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Annual bonus
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- Contributory Defined Contribution Pension scheme
- Company paid private medical and dental insurance and health assessment
- In-house Occupational Health help and access to digital GP
- Life Assurance
- Parental and adoption leave
- Employee Shares Plan
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal
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#Job Functions: General Business; Management; Customer Service;
About Us
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.
To keep everyone on board fit and well, colleagues who visit or work on our ships must be fully vaccinated, including boosters. We’re reviewing this requirement regularly.
